Terms and Conditions

TERMS AND CONDITIONS OF TRADING FOR TRU SHINE SERVICES LTD

1. DEFINITIONS

In these Terms of Business, the following definitions apply:

“Tru Shine” refers to Tru-Shine Services Ltd.

“Operative” means the Operative employed by Tru Shine to undertake cleaning.

“Customer” means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by Tru Shine.

2. CONTRACT

These Terms and Conditions represent a contract between Tru Shine and the Customer. The Customer agrees that engaging Tru Shine, including verbally placing an order for services when meeting or by telephone or email and/or website or any other communication, shall constitute the Customers acceptance of these Terms and Conditions. Tru shine retain data from customers in the form of Name and relevant contact details. This information is for the use of Tru shine, and will not be sold or passed on to third parties.

3. OUR SERVICE

Tru Shine will provide to the Customer a professional quality-assured Cleaning Service at an agreed cost. Tru Shine offer a regular 6 or 12 weekly Service. We do offer 1 off cleaning by request. if a Customer wishes to change their contract they may do so. e.g. changing length between cleans. Just call or email. Tru Shine Operatives will remain courteous and professional at all times. If an Operative fails to adhere to this code of conduct, this must be reported immediately to Tru Shine on 0800 1123448. This in turn will be investigated internally and Tru Shine will keep the Customer informed of the outcome of their investigation.

Tru Shine has built its reputation by providing its customers with an excellent cleaning service. However, as for any organisation, oversights may arise. Tru Shine offer their customers a Guarantee of Satisfaction. Tru Shine are willing to send Operatives back to the Customers premises to re-clean those areas free of charge. So long as the complaint is received within 48 hours from the time of the wash. Any complaints received after 48 hours May not be considered. If we have to return due to a complaint that is not our fault e.g. Blown windows or inside windows dirty then this could result in a call out charge of £30.

Unless specified or requested by customer prior to Cleaning visit of Paint, varnish, lime scale, mastic, cement mortar, glue, labels, or other building products cannot be removed by normal cleaning method. This type of cleaning can be arranged at an extra charge.

4. HEALTH AND SAFETY

Tru Shine takes all issues of Health and Safety seriously. This includes the wellbeing of its Customers, Operatives and members of the General Public.

If we deem any conditions unfit or hazardous, work will not continue until conditions are improved. This specifically refers to [but is not limited to] Hazardous Areas due to Construction Work or Stored Materials, Broken Fences and Perimeters, Overgrown Trees and Plants and surfaces made dangerous by Algae, Moss, Faeces etc

5. ACCESS TO PREMISES

The evening before we send out a text message for customers to unlock gates etc. this service is not an invitation for you to cancel cleaning visit. Should we be unable to access any part of your property/premises due to locked gates etc. We will try to gain access to property were safe to do so by using ladders but if unsafe, this portion will be cleaned at the next Visit. The Customer may still be fully charged. To avoid this, please ensure safe access is available on the clean date.

Due to insurance liabilities, we are unable to move any obstacles which may inhibit cleaning. Should partial access on the scheduled day reduce the extent of the clean, we reserve the right to charge for 100% of the scheduled clean.

When the Customer asks Tru shine to undertake a contract, it is assumed the Customer thereby gives full permission for Tru Shine to park vehicles at the private property.

6. SCHEDULE FOR CLEANING

Tru Shine will establish the dates for the Cleaning Visits, according to the regularity requested by the Customer in the terms of the contract. Change of regularity changes price. Customer will be obliged to have a minimum of 3 cleans before cancellation of the services can be requested. The total price for the 3 cleans will become payable in full if you cancel our services before the 3 cleans have been completed. Tru Shine we will clean your windows in most weather conditions to enable us to provide a regular and reliable service to our customers.

All quotations are based upon agreed frequencies. Should you break this agreement by postponements to this service, once service is re-established, the first clean can carry a surcharge. These charges are at our discretion and will not exceed 100% of the previously agreed cost. For example, if you are a customer that agreed to a six-weekly all-year round service and you choose to postpone the cleaning throughout the winter months, you will be charged for a one-off clean for the first re-clean, once service is re-established.

If the weather conditions are extreme and we feel there will be a health and safety risk or a negative result to your clean we will aim to come on the next available time slot.

We work hard to be as reliable as possible for our customers so we appreciate the customer being reliable too. We reserve the right to charge you the full price if you turn our operators away or cancel with the office on the day of the clean as it is too late for us to replace your clean with another. Weather conditions are not an acceptable reason for the Customer to postpone or cancel services.

Our regular window cleaning round is approximately 6 or 12 weekly. Staff holidays, sick leave and bad weather can affect our schedule.

7. LIABILITY

Tru Shine shall not be responsible for damage due to faulty or improper installation of any item. All surfaces are assumed sealed and ready to clean without causing harm. Tru Shine will take all reasonable precautions and care not to damage windows but cannot be held responsible for such problems as, but not exclusive to, flaking paint, adhesive leading or uPVC on face of double glazed units, damage to decaying windows, brittle trickle vents, leading stuck on glass, decorative bars stuck on glass.

Tru Shine are also not responsible for scratches incurred by previous building work, which may only become visible on cleaning the glass. Tru Shine will not accept liability for water damage to the property or items within the property caused as a result of windows being left open prior to a clean.

Tru Shine are comprehensively insured under our Public Liability Insurance Policy and Employers Liability and we request that our Clients also have adequate insurances in place.

8. PAYMENT

Payments to be made within 5 Working days of invoice date by Bank transfer or cheque. To Guarantee this, sent up gocardless which is an autopay system. See make a Payment.

Postal payments made payable to Tru-Shine Services Ltd. Address: - Tru-Shine Services Ltd, 65 Rossini Close, Basingstoke, RG22 4JB.

If non-payment exceeds 10 days Tru Shine will contact the customer free of charge, if after 20 days another reminder is necessary Tru Shine will add a late payment charge of £5.00 to cover additional administrative costs, if customer fails to pay invoice within the stated times above and the invoice continues to be unpaid for more than 40 days Tru Shine reserve the right to suspend cleaning or replace with another customer. If we then fail to receive monies owed within 60 days, we have the right to contact a Credit-reporting Agency e.g. Experian

which will affect your credit score or collection agency to recover the debt, you will be liable for all related charges, collection agency fees and court related fees.

Should you dispute an outstanding invoice and claim to have made payment, the onus is on you the customer to prove payment has arrived and cleared. We cannot accept any liability for cheques, postal orders or cash that has been lost in the post. We strongly advise against sending cash in the post.

Cancellation

If you wish to cancel our services, you must provide at least 48-hour notice via post, email or sms text before the next clean is due, notification of next clean is specified on invoice (approximately 6- or 12-weeks’ time). Failure to do so could result in a 100% charge for any work scheduled within this period. Customer will be obliged to have a minimum of 3 cleans before cancellation of the services can be requested. The total price for the 3 cleans will become payable in full if you cancel our services before the 3 cleans have been completed.

SUPPLEMENTARY TERMS

Tru Shine reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Director of Tru Shine may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new and existing contracts. Copies of the new Terms and Conditions will be provided.

LAW

These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England and Wales.